Guideline for DOA/DAP process

Objective

• To educate ASP/ASC about the DOA/DAP replacement policy for Flipkart and LFR (offline) customers.

Definition of DOA

• In case of manufacturing defects post purchase, Customer must visit authorised Service Centre to claim DOA, as per following guidelines.

Guideline

• The following DOA/DAP process is applicable to customers who have purchased Nothing device within 07 days from the date of invoice or activation date whichever is earlier.
• The Process is specifically designed for the Smartphone and IoT Category only.
• Customer can call nothing’s Call Center to report the issue with the product.
• Call Center to provide telephonic support to resolve the issue; if the issue persist then Call Center team shall ask customer to visit the nearest ASC with original packing and copy of purchase invoice.
• Customer to carry the original packaging box, DOA product, invoice and all accessories
• ASC will validate Invoice copy, packaging box and Accessories to ensure that requirement is fulfilled.
• Service Centre to diagnose the issue with the device to proceed with DOA/DAP.
• If product is falling under DOA criteria, ASC to create swap order in the CRM.
• ASC should use DOA bag to seal the defective unit and a job sheet/acknowledgement copy should be kept inside DOA bag.